Florida Department of Education
Curriculum Framework 

Program Title:	Food and Beverage Operations
Career Cluster:	Hospitality & Tourism

CCC	
CIP Number	0252090508	
Program Type	College Credit Certificate (CCC)	
Program Length	18 credit hours	
CTSO	SkillsUSA, Collegiate DECA	
SOC Codes (all applicable) 	Please see the CIP to SOC Crosswalk located at the link below.	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090101).

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Hospitality & Tourism career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Hospitality & Tourism career cluster. 

The content includes but is not limited to coursework that prepares students for employment as supervisors and managers in the food and beverage sectors of the hospitality industry. The courses in this certificate provide the skills required to work in operations or managerial positions in the food and beverage field such as: Restaurant Server Shift Supervisor, Restaurant Supervisor, or Bar/Lounge Supervisor. The courses offered in the Certificate Program provide the necessary prerequisites for the courses within the major for the A.S. degree. 

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate employability skills.
02.0	Demonstrate customer service skills.
03.0	Apply human relations skills.
04.0	Demonstrate hotel staffing operations.
05.0	Analyze laws that affect the hospitality industry.
06.0	Operate liability and risk identification program.
07.0	Plan and maintain purchasing and receiving procedures.
08.0	Demonstrate effective use of computers.
09.0	Demonstrate proficiency in communication skills.  
10.0	Manage guest interactions.
11.0	Demonstrate effective learning reservations procedures.
12.0	Demonstrate acceptable dining room service procedures.
13.0	Demonstrate the ability to design a menu.

Florida Department of Education
Student Performance Standards

Program Title:	Food and Beverage Operations
CIP Number:	0252090508
Program Length:	18 credit hours

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090101).  At the completion of this program, the student will be able to:	
01.0	Demonstrate employability skills.  The student will be able to:	
01.01	Conduct a job search.	
01.02	Prepare a resume and cover letter, letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.03	Identify documents that may be required when applying for a job.	
01.04	Complete a job application form correctly utilizing Internet sites, company websites and social media (i.e., LinkedIn, Monster.com, HCareers.com, etc.).	
01.05	Demonstrate competence in job interview techniques.	
01.06	Identify or demonstrate appropriate professional responses to criticism from employer, supervisor, and customers by understanding, considering, and employing Emotional Intelligence, Cultural Intelligence, and perceptions checking.	
01.07	Identify acceptable work habits.	
01.08	Identify acceptable employee health and grooming habits.	
01.09	Describe and apply the importance of producing quality work and meeting performance standards.	
01.10	Discuss state and federal labor laws regulating the workplace.	
01.11	Identify current trends that have developed in the hospitality industry.	
01.12	Conduct in-depth career research including requirements for entry and advancement, career ladders, and opportunities related to the hospitality field.	
02.0	Demonstrate customer service skills.  The student will be able to:	
02.01	Demonstrate a hospitality attitude.	
02.02	Demonstrate guest oriented attitude and ability to anticipate guest needs.	
03.0	Apply human relations skills.  The student will be able to:	
03.01	Demonstrate such interpersonal skills as punctuality, initiative, courtesy, loyalty, and being a team player.	
03.02	Identify and demonstrate interpersonal and communication skills relevant to the business environment (i.e., cross-cultural communication).	
03.03	Exhibits responsible behavior through honesty, respect, fairness and accountability.	
03.04	Explain the importance of honesty and integrity when dealing with others.	
03.05	Demonstrate self-management.	
03.06	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.07	Identify and practice stress management techniques.	
04.0	Demonstrate hotel staffing operations.  The student will be able to:	
04.01	Establish recruiting and selection procedures in accordance with company policy.	
04.02	Develop procedures for employee performance evaluation.	
04.03	Establish wage and salary control system.	
04.04	Identify labor control systems and their functions.	
04.05	Develop and apply disciplinary process related to coaching and progressive discipline.	
04.06	Demonstrate conflict resolution skills (i.e., employee disputes/complaints, etc.).	
04.07	Identify employee groups.	
04.08	Identify the functions and purposes of employee unions.	
04.09	Identify procedures in management development.	
04.10	Prepare job descriptions.	
04.11	Conduct job application interviews.	
04.12	Delegate responsibility and authority.	
04.13	Prepare employee work schedules.	
05.0	Analyze laws that affect the hospitality industry.  The student will be able to:	
05.01	Interpret and apply labor regulations/laws.	
05.02	Interpret and apply fire regulations.	
05.03	Interpret and apply liquor laws.	
05.04	Interpret and apply workers’ compensation laws.	
05.05	Interpret and apply company and/or franchise regulations.	
05.06	Interpret taxes affecting the hospitality industry.	
05.07	Interpret parts of group, convention, and banquet contracts.	
06.0	Operate liability and risk identification program.  The student will be able to:	
06.01	Train employees in liability and risk identification procedures.	
06.02	Identify liability and risk situations and take remedial action using approved procedures.	
06.03	Enforce liability and risk identification procedures with all employees.	
07.0	Plan and maintain purchasing and receiving procedures.  The student will be able to:	
07.01	Identify sources of supply.	
07.02	Evaluate products.	
07.03	Negotiate payment terms with suppliers. 	
07.04	Establish and apply purchasing specification.	
07.05	Prepare requisitions and transfers.	
07.06	Check invoices.	
07.07	Establish and apply stock rotation system.	
07.08	Establish and apply stock inventory levels.	
07.09	Record and price inventories.	
07.10	Organize and maintain dry storage.	
07.11	Organize and maintain cold storage.	
07.12	Negotiate service and maintenance contracts.	
08.0	Demonstrate effective use of computers. The student will be able to:	
08.01	Demonstrate skills in the use of email, electronic spreadsheets, presentation and word processing tools.  	
09.0	Demonstrate proficiency in communication skills.  The student will be able to:	
09.01	Demonstrate effective communication: verbal, nonverbal, written, and electronic.	
09.02	Identify the unique differences of staff communication and use of inter-departmental/company communication (i.e., Independent vs. Corporate Owned; email vs. newsletter, managerial vs. employee, etc.).	
09.03	Explain nature of positive customer/client relations.	
09.04	Demonstrate listening strategies that improve understanding and performance on the job. 	
09.05	Interpret business policies to customers/clients.	
09.06	Demonstrate ability to locate, understand, and interpret information found in manuals, graphs, schedules, charts, diagrams, and Internet resources to generate a report.	
09.07	Train employees to communicate effectively.	
09.08	Develop a dynamic telephone personality.	
09.09	Discuss and identify various types of telephone systems.	
09.10	Identify front-desk telephone calls promptly and courteously.	
09.11	Understand the process of communicating a service failure to the appropriate departments involved (i.e., Inter-departmental communications such as Billing problems with accounting or front desk; maintenance problems, etc.)	
09.12	Communicate establishment's mission statement concerning guest services.	
10.0	Manage guest interactions.  The student will be able to:	
10.01	Listen reflectively.	
10.02	Review guest history.	
10.03	Ask questions.	
10.04	Collect information.	
10.05	Assess the guest’s needs.	
10.06	Research solutions.	
10.07	Develop a plan of action.	
10.08	Refer to appropriate authority (if needed).	
10.09	Execute data capture.	
10.10	Communicate actions.	
10.11	Resolve customer issues by applying successful service recovery strategies, to meet and exceed guests’ expectations.	
10.12	Offer additional services.	
10.13	Perform follow-up as needed.	
11.0	Demonstrate effective learning reservations procedures.  The student will be able to:	
11.01	Review the format and attend scheduled training.	
11.02	Utilize available resources.	
11.03	Review job critical information.	
11.04	Seek feedback on performance.	
11.05	Apply acquired skills.	
12.0	Demonstrate acceptable dining room service procedures.  The student will be able to:	
12.01	Demonstrate different types of table settings.	
12.02	Demonstrate different types of services.	
12.03	Demonstrate different types of food and beverage servings.	
12.04	Describe and use computer systems used for ordering and creating checks.	
13.0	Demonstrate the ability to design a menu.  The student will be able to:	
13.01	Demonstrate knowledge of writing a menu.	
13.02	Describe how to utilize a menu layout.	
13.03	Explain various styles of menu covers and their importance to the overall ambiance of the facility.	
13.04	Explain categories used in menus and differentiate when they are used.	
13.05	Explain menu pricing.	
13.06	Explain the menu pre-cost method for selling price, cost and amount of items sold.	
13.07	Explain markup methods.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

SkillsUSA and Collegiate DECA, an association of marketing students, are the co-curricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.